Sutherland, a global leader in business and digital transformation, is leveraging its Agentic AI solutions to enhance operational efficiency and secure digital experiences for major global brands, integrating human judgment with intelligent automation.
Sutherland’s Agentic AI is designed to be modular, flexible, and scalable, moving beyond mere task automation to address complex business challenges. The solutions combine human insight with intelligent automation, enabling organizations to develop secure, adaptable digital experiences. These AI agents manage various functions, including real-time translation, fraud detection, post-interaction analysis, and automated coaching. This approach allows organizations to operate more rapidly and achieve improved outcomes without compromise.
“Our vision for Agentic AI is rooted in collaboration – not just automation,” stated Doug Gilbert, Chief Information Officer and Chief Digital Officer at Sutherland. “We have engineered intelligent agents that think, learn, and evolve alongside humans to solve the most complex business challenges – from regulatory compliance to dynamic customer support. This is where digital transformation gets real.”
Deployments of Sutherland’s Agentic AI are already demonstrating results for tier-1 media and telecom enterprises, showcasing advanced real-world applications of the technology. As businesses face increasing pressure to reduce costs, protect sensitive data, and improve customer experiences in real time without expanding staff, Sutherland offers a clear strategy. Its enterprise-ready platform unites a dynamic network of specialized AI agents that adapt to business requirements.
For a leading global streaming platform, Sutherland’s Agentic AI was adopted to enhance both digital and human-led customer interactions. The AI collaborates with live agents in real time, analyzing inquiries and retrieving relevant answers from a comprehensive knowledge base. It actively suggests responses, summarizes calls, and recommends subscription upgrades, learning and improving with continuous human feedback. Key outcomes include a 35% reduction in average handle time, a 6% increase in accuracy, automatic document summarization for real-time support, intelligent customer routing, and seamless transitions between AI and human agents. The system also provides ongoing coaching via live performance reviews and feedback, and offers personalized customer recommendations, such as AI-suggested subscription upgrades that helped customers save up to 15%.
A top 3 U.S. telecom provider implemented Sutherland’s Agentic AI to meet stricter FCC regulations for sensitive customer data protection. The solution was rapidly deployed across 27 legacy systems and 126,000 agents without disrupting daily operations. Sutherland’s PCI-compliant AI agents automatically detect and remove sensitive data from voice calls, chats, transcripts, and screen recordings in real time. Beyond compliance, the platform assists the telecom company in real-time fraud detection and secure payment processing. It also facilitates post-call interaction analysis with built-in audit trails and unifies all communication channels—voice, email, chat, social, and SMS—onto a single recording platform.
Sutherland’s Agentic AI is currently delivering tangible results across highly regulated sectors, including media, telecom, healthcare, and logistics. By integrating powerful AI platforms with automation and human insight, Sutherland supports businesses in maintaining compliance and driving significant, lasting change.
